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HomeMy WebLinkAboutContract 45526 (2)FORT WORnIII P.O. N On kg ©©&MF CITY OF FORT WORTH COOPERATIVE PURCHASE CUSTOMER AGREEMENT (Purchase Order) kt,ts This Cooperative Purchase Customer Agreement ("Customer Agreement") is entered into by and between Voice Products Inc.("Vendor") and the City of Fort Worth, ("Customer" or "Authorized Customer"), a Texas local government entity, and a Customer as defined in Section 3A of the agreement between the Department of Information Resources (the "Entity") and Vendor, Contract No DIR-SDD-1960, as amended, (the "Entity Agreement") with an effective date of April 19, 2013. This Customer Agreement shall be governed by the terms and conditions of the Entity Agreement, which is incorporated herein by reference and is available online at http://www2.dir.state.tx.us/ict/contracts/Pages/Details.aspx?dir_contractnumber=DIR-SDD- 1960&Return=http%3A//www2 dir.state.tx.us/ict/contracts/Pages/ResultsByVendor.aspx%3Fcc%3Dvoice or upon request from Vendor. The Entity Agreement expires on April 19, 2017. Authorized Customer is eligible and desires to purchase the NICE IEX Workforce Management software, maintenance and training pursuant to the terms and conditions of the Entity Agreement as the Entity may specify from time to time, as well as the terms and conditions of this Customer Agreement. Entity will only be responsible for services provided to Entity and will not be responsible for payments for services provided to any individual Customer. The Authorized Customer agrees to the terms and conditions of the Entity Agreement as applicable. The Authorized Customer hereby agrees that it is separately and solely liable for all obligations and payments for goods and services provided hereunder. Vendor agrees that Customer shall be entitled to the same rights anc protections under the law afforded to the Entity under the Entity Agreement, as applicable, as if Customer had entered in o the Entity43 Agreement. Further, Vendor agrees that until the expiration of three (3) years after final payment under th s G` toner,' n Agreement, or the final conclusion of any audit commenced during the said three years, Customer, or Customer'sfl designated representative, shall have access to and the right to audit at reasonable times, all records of Vendor o ga transactions relating to this Customer Agreement necessary to determine compliance therewith, at no additional cos, t Customer. Vendor agrees that the Customer shall have access to such records during normal business hou(3.Ctstg shall provide Vendor with reasonable advance notice of any intended audits. f! LA 0 The undersigned represents and warrants that he/she has the power and authority to execute this Customer Agreem$nt7_ bind the respective Authorized Customer, and that the execution and performance of this Customer Agreement has been �� duly authorized by all necessary Authorized Customer action by M&CC-'2411.3 approved on 1241-. Authorized Customer has caused this Customer Agreement to be executed by its duly authorized representative to be effective as of the date signed below by Customer. Customer Name: City of Fort Worth Authorized Signature ) \ i , r----- ( A Pri ted ame: Susan'Alanis Title: Assistant City Manager Date: rill01171) A. 1•11 RA/L LLAISL, A6 • .• • IVEu APR2'a 2O1 c I Vendor Name: Voice Pjqducts, Inc. Authorized Signature Printed Name �1 115 Title: lea re' S Date: 11 • ill Maxy �flystw9-1 y_r et NETWORK ACCESS AGREEMENT This NETWORK ACCESS AGREEMENT ('Agreement") is made and entered into by and between the CITY OF FORT WORTH ('City ), a home rule municipal corporation with its principal location at 1000 Throckmorton Street, Fort Worth, Texas 76102, organized under the laws of the State of Texas and situated in portions of Tarrant, Denton and Wise Counties, Texas, and Voice Products Inc with its principal location at 8555 E. 32nd Street North, Wichita, Kansas 67226, ("Contractor"). 1. The Network. The City owns and operates a computing environment and network (collectively the "Network'). Contractor wishes to access the City's network in order to provide implementation of NICE Workforce Management Advanced Release 4 (' NICE WFM") of 190 licensed agents with up to two (2) SmartSync integrations and training services for NICE WFM Essentials Release 4. In order to provide the necessary support, Contractor needs access to Internet and Intranet. 2. Grant of Limited Access. Contractor is hereby granted a limited right of access to the City's Network for the sole purpose of providing implementation of NICE WFM Advanced Release 4 SmartSync integrations and NICE WFM Essentials Release 4 training services Such access is granted subject to the terms and conditions forth in this Agreement and applicable provisions of the City's Administrative Regulation D-7 (Electronic Communications Resource Use Policy), of which such applicable provisions are hereby incorporated by reference and made a part of this Agreement for all purposes herein and are available upon request. 3. Network Credentials. The City will provide Contractor with Network Credentials consisting of user IDs and passwords unique to each individual requiring Network access on behalf of the Contractor Access rights will automatically expire one (1) year from the date of this Agreement. If this access is being granted for purposes of completing services for the City pursuant to a separate contract, then this Agreement will expire at the completion of the contracted services, or upon termination of the contracted services, whichever occurs first. This Agreement will be associated with the Services designated below. ■ ►1 S ervices are being provided in accordance with City Secretary Contract No. S ervices are being provided in accordance with City of Fort Worth Purchase Order No. S ervices are being provided in accordance with the Agreement to which this Access Agreement is attached. No services are being provided pursuant to this Agreement. 4. Renewal. At the end of the first year and each year thereafter, this Agreement may be renewed annually if the following conditions are met. 4.1 Contracted services have not been completed. 4.2 Contracted services have not been terminated. 4.3 Within the thirty (30) days prior to the scheduled annual expiration of this Agreement, the Contractor has provided the City with a current list of its officers, agents, servants, employees or representatives requiring Network credentials. N otwithstanding the scheduled contract expiration or the status of completion of services, Contractor shall provide the City with a current list of officers, agents, servants, employees or representatives that require N etwork credentials on an annual basis. Failure to adhere to this requirement may result in denial of access to the Network and/or termination of this Agreement. 5. Network Restrictions. Contractor officers agents, servants, employees or representatives may not share the City -assigned user IDs and passwords. Contractor acknowledges, agrees and hereby gives its authorization to the City to monitor Contractor's use of the City's Network in order to ensure Contractor's compliance with this Agreement. A breach by Contractor, its officers, agents, servants, employees or representatives, of this Agreement and any other written instructions or guidelines that the City provides to Contractor pursuant to this Agreement shall be grounds for the City immediately to deny Vendor Network Access Agreement Rev. 08/24/2012 Contractor access to the Network and Contractor's Data, terminate the Agreement, and pursue any other remedies that the City may have under this Agreement or at law or in equity. 6. Termination. In addition to the other rights of termination set forth herein, the City may terminate this Agreement at any time and for any reason with or without notice, and without penalty to the City. Upon termination of this Agreement, Contractor agrees to remove entirely any client or communications software provided by the City from all computing equipment used and owned by the Contractor its officers, agents, servants, employees and/or representatives to access the City's Network. 7. Information Security. Contractor agrees to make every reasonable effort in accordance with accepted security practices to protect the Network credentials and access methods provided by the City from unauthorized disclosure and use. Contractor agrees to notify the City immediately upon discovery of a breach or threat of breach which could compromise the integrity of the City's Network, including but not limited to, theft of Contractor -owned equipment that contains City -provided access software, termination or resignation of officers, agents, servants, employees or representatives with access to City -provided Network credentials and unauthorized use or sharing of Network credentials. 8 LIABILITY AND INDEMNIFICATION. CONTRACTOR SHALL BE LIABLE AND RESPONSIBLE FOR ALL DAMAGES THAT THE CITY MAY INCUR DIRECTLY ON ACCOUNT OF ANY BREACH OF THIS AGREEMENT BY CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES. THE CITY, ITS OFFICERS, AGENTS, SERVANTS AND EMPLOYEES, SHALL NOT BE LIABLE FOR ANY DAMAGES THAT CONTRACTOR MAY INCUR AS A RESULT OF THE CITY'S RESTRICTIONS TO OR DENIAL OF ACCESS TO CONTRACTOR'S DATA ON ACCOUNT OF ANY BREACH OF THIS AGREEMENT BY CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES, OR FOR ANY REASONABLE SECURITY MEASURES TAKEN BY THE CITY. IN ADDITION, CONTRACTOR S HALL BE LIABLE AND RESPONSIBLE FOR ANY AND ALL PROPERTY LOSS, PROPERTY DAMAGE AND/OR PERSONAL INJURY, INCLUDING DEATH, AND ALL CLAIMS, DEMANDS AND JUDGMENTS THEREFOR, TO THE EXTENT CAUSED BY THE NEGLIGENT ACT(S) OR OMISSION(S) OR INTENTIONAL MISCONDUCT OF CONTRACTOR, ITS OFFICERS, AGENTS, S ERVANTS AND/OR EMPLOYEES. CONTRACTOR, AT CONTRACTOR'S OWN COST OR EXPENSE, HEREBY AGREES TO INDEMNIFY, DEFEND AND HOLD HARMLESS THE CITY, ITS OFFICERS, AGENTS, SERVANTS AND/OR EMPLOYEES FROM AND AGAINST ANY CLAIM, LAWSUIT DEMAND OR OTHER ACTION TO THE EXTENT THAT THE SAME ARISES FROM THE N EGLIGENT ACT(S) OR OMISSION(S) OR INTENTIONAL MISCONDUCT OF CONTRACTOR, ITS OFFICERS, AGENTS, SERVANTS OR EMPLOYEES. 9. Confidential Information. Contractor, for itself and its officers, agents, employees and representatives, agrees that it shall treat all information provided to it by the City as confidential and shall n ot disclose any such information to a third party without the prior written approval of the City Contractor further agrees that it shall store and maintain City Information in a secure manner and shall not allow u nauthorized users to access, modify, delete or otherwise corrupt City Information in any way. Contractor shall notify the City immediately if the security or integrity of any City information has been compromised or is believed to have been compromised. 10. Riaht to Audit. Contractor agrees that the City shall, during the initial term, any renewal terms, and until the expiration of three (3) years after termination or expiration of this contract, have access to and the right to examine at reasonable times any directly pertinent books, data, documents, papers and records, both hard copy and electronic, of the Contractor involving transactions relating to this Agreement. Contractor agrees that the City shall have access during normal working hours to all n ecessary Contractor facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this section. The City shall give Contractor reasonable advance notice of intended audits. Contractor further agrees to include in all its subcontractor agreements hereunder a provision to the effect that the subcontractor agrees that the City shall, during the initial term, any renewal terms, and until expiration of three (3) years after termination or expiration of the subcontract, have access to and the right to examine at reasonable times any directly pertinent books data, documents, papers and records, both hard copy and electronic, of such subcontractor involving transactions related to the subcontract, and further that City shall have access Vendor Network Access Agreement 2 Voice Products Inc. Rev. 08/24/2012 during normal working hours to all subcontractor facilities and shall be provided adequate and appropriate work space in order to conduct audits in compliance with the provisions of this paragraph. City shall give subcontractor reasonable notice of intended audits. 11. Agreement Cumulative. This Agreement is cumulative of and in addition to any written contracts, agreements, understandings or acknowledgments with the City signed by Contractor. This Agreement and any other documents incorporated herein by reference constitute the entire understanding and Agreement between the City and Contractor as to the matters contained herein regarding Contractor's access to and use of the Ctty's Network. 12. Amendments. The terms of this Agreement shall not be waived, altered, modified, supplemented, or amended in any manner except by written instrument signed by an authorized representative of both the City and Contractor. 13. Assignment. Contractor may not assign or in any way transfer any of its interest in this Agreement. Any attempted assignment or transfer of all or any part hereof shall be null and void. 14. Severabilitv. If any provision of this Agreement is held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired 15. Force Maieure. Each party shall exercise its best efforts to meet its respective duties and obligations as set forth in this Agreement, but shall not be held liable for any delay or omission in performance due to force majeure or other causes beyond their reasonable control (force majeure), including but not limited to, compliance with any government law, ordinance or regulation, acts of God, acts of the public enemy, fires, strikes, lockouts, natural disasters, wars, riots, material or labor restrictions by any governmental authority, transportation problems and/or any other similar causes. 16. Governing Law / Venue. This Agreement shall be construed in accordance with the laws of the State of Texas. If any action, whether real or asserted, at law or in equity, is brought on the basis of this Agreement, venue for such action shall lie in state courts located in Tarrant County, Texas or the United States District Court for the Northern District of Texas, Fort Worth Division. 17. Signature Authority. By affixing a signature below, the person signing this Agreement hereby warrants that he/she has the legal authority to bind the respective party to the terms and conditions in this agreement and to execute this agreement on behalf of the respective party, and that such binding authority has been granted by proper order, resolution, ordinance or other authorization of the entity. The other party is fully entitled to rely on this warranty and representation in entering into this Agreement. [SIGNATURE PAGE TO FOLLOW] Vendor Network Access Agreement 3 Voice Products Inc. Rev. 08/24/2012 ACCEPTED AND AGREED: CITY 0 FORT WORTH By: Su . an Ian is A sista r t City Mana er Date.11 ti ATTEST: By: / Vary J. Kayser City Secretary APPROVED AS TO FORM AND LEGALITY: By: rvtWkt4J M Assistant City Attorney M & Co none reauired Vendor Network Access Agreement 4 Voice Products Inc. Voice Products, Inc.: By: Nam Title: Date: ATTEST: By: / Name: Title: Sae r v ic e y •I Li • • OFFICIAL RECORD CITY SECRETARY FT. WORTH, TX Rev. 08/24/2012 M&C Review Page 1 of 2 U CIL DATE• 4/22/2014 REFERENCE NO.: CODE C TYPE• **C-26773 LOG NAME PUBLIC HEARING: SUBJECT: Authorize Execution of an Agreement with Voice Products, Inc., in an Amount Not to Exceed $300,991.00 to Purchase, Implement, and Provide Training, Support and Maintenance for the NICE IEX Workforce Management Software Using State of Texas Department of Information Resources Contract No. DIR-SDD-1960 (ALL COUNCIL DISTRICTS) Official site of the City of Fort Worth, Texas FORT WORTH 04NICE IEX WORKFORCE MANAGEMENT CONSENT NO RECOMMENDATION: It is recommended that the City Council authorize the execution of an Agreement with Voice Products, Inc., in an amount not to exceed $300,991.00 to purchase, implement, and provide training, support and maintenance for the NICE IEX Workforce Management software, using State of Texas Department of Information Resources Contract No. DIR-SDD-1960 DISCUSSION: The City of Fort Worth's Police Department, 911 Division Call Center; Water Department, Customer Relations Call Center; Code Compliance Department, Solid Waste Services Division Call Center; the IT Solutions Department, Help Desk and Operations Divisions are partnering in an Enterprise Agreement to obtain the NICE IEX Workforce Management software This tool will allow the City call centers to accurately forecast staffing needs and generate efficient staffing plans. Ensuring that the appropriately trained staff are in place at the required times to handle the needs of each call center and their customers will allow each department to utilize their resources more effectively and reduce call time wait for our citizens. The Agreement authorized by this Mayor and Council Communication will cover the initial purchase and license to use the software, implementation, on -site training of staff within each participating department, and support and maintenance for a one-year period. The Police Department has applied and been approved for reimbursement from the Fiscal Year 2014 Tarrant County 9-1-1 District Public Safety Answering Point (PSAP) Assistance Program for their portion of the purchase in the amount of $123,337.00. Reimbursement will occur after purchase and Police's installation is complete. ADMINISTRATIVE AMENDMENT - An increase or administrative amendment for this Agreement may be made by the City Manager, or his designee for the amount up to $50,000.00 and does not require specific City Council approval as long as sufficient funds have been appropriated. COOPERATIVE PURCHASE - State law provides that a local government purchasing an item under a Cooperative Purchasing Agreement satisfies any state law requiring that the local government seek competitive bids for the purchase of the item. State of Texas Department of Information Resources (DIR) contracts are competitively bid to increase and simplify the purchasing power of government entities. M/WBE OFFICE - A waiver for the goal for MBE/SBE subcontracting requirements was requested by the Water Department and approved by the M/WBE Office because the purchase of goods and services is from sources where subcontracting or supplier opportunities are negligible. TERM - This Agreement shall begin upon City Council approval and execution of the Agreement and shall expire in one year. http://apps.cfwnet.org/council_packet/mc review. asp7ID=19688&councildate=4/22/2014 4/22/2014 M&C Review Page 2 of 2 RENEWAL OPTIONS - This Agreement may be renewed for support and maintenance for two additional one year terms at the City's option, in accordance with the terms of the DIR contract. This action does not require specific City Council approval provided that the City Council has appropriated sufficient funds to satisfy the City's obligations during the renewal term. FISCAL INFORMATION/CERTIFICATION: The Financial Management Services Director certifies that funds were not specifically budgeted for this project in the Fiscal Year 2014 adopted budget; however, the departments have identified current year savings to offset the full cost from the General Fund Water and Sewer Fund, Information Systems Fund and the Solid Waste Fund. Upon completion of the Police component of the system, Police will complete the approved reimbursement request with Tarrant County 9-1-1. Upon receipt of the reimbursed funds, they will be appropriated to the General Fund resulting in a revenue neutral acquisition for the General Fund. TO Fund/Account/Centers S ubmitted for City Manager's Office by: O riginating Department Head: Additional Information Contact: ATTACHMENTS FROM Fund/Account/Centers GG01 539120 0357101 P E45 539120 0604002 P I68 539120 0043020 P E64 539120 0239910 Susan Alanis (8180) Mai Tran (8858) Steve Streiffert (2221) Gregg Heinzman (2389) Nanette Monte (2625) $123.337.00 $97,028.00 $8.807.00 $71.819.00 http://apps.cfwnet.org/council_packet/mc review.asp7ID=19688&councildate=4/22/2014 4/22/2014 VOICE PRODUCTS Voice Products Inc. Statement of Work for City of Fort Worth (NICE Workforce Management for Police Department, Code Compliance, Help Desk, Water Department) WeilE R Intent. Insight. Impact:" VOICE PRODUCTS INC. Wt- Table of Contents 1. CONTRACT REFERENCE 1 2. ATTACHMENTS 1 3. SOLUTION OVERVIEW 1 4. PROJECT ASSUMPTIONS 2 General Assumptions 2 Technical and Functional Assumptions 2 5. ROLES AND RESPONSIBILITIES 3 6. INSTALLATION / REMOTE ACCESS 4 7. CHANGE MANAGEMENT PROCESS 4 8. SERVICES FEES AND INVOICING TERMS 5 ATTACHMENT 1: DESCRIPTION OF SERVICES 6 Project Activities —NICE Workforce Management 6 ATTACHMENT 2: TRAINING 11 ATTACHMENT 3: SERVICES PRICING DETAIL 15 ATTACHMENT 4: CHANGE ORDER REQUEST FORM 16 VOICE PRODUCTS INC. v! 1. CONTRACT REFERENCE This statement of work ("Statement of Work" or "SOW") is entered into as of April 2014, and is issued between Voice Product, Inc ("Voice Products" — "Distributor") and City of Fort Worth ('City of Fort Worth " — "Customer"). The detailed services to be performed under this SOW ("Services') are described below and shall be provided by Voice Products for the benefit of Customer, City of Fort Worth ('Customer"). The terms and conditions of the Agreement are incorporated into and made a part of this SOW. Capitalized terms used in this SOW and not otherwise defined herein shall have the meaning assigned to such terms under the Agreement. 2. ATTACHMENTS The following attachments are incorporated into and made a part of this SOW: Attachment 1: Description of Services Attachment 2: Training Attachment 3: Services Pricing Detail Attachment 4: Change Order Request Form 3. SOLUTION OVERVIEW Voice Products will provide Customer with Services relating to: 1) The implementation of NICE Workforce Management Advanced Release 4 ("NICE WFM") of one -hundred ninety (190) licensed agents with up to two (2) SmartSync integrations for the City of Fort Worth; 2) Training Services for NICE Workforce Management Essentials Release 4 ('NICE WFM") of twenty-two (22) licensed agents for the City of Fort Worth Code Compl ance Department and eight (8) licensed agents for the City of Fort Worth Help Desk; 3) Training Services for NICE Workforce Management Essentials Release 4 ("NICE WFM") of sixty (60) licensed agents for the City of Fort Worth Water Department; (collectively, the "Solution"). 4) Training Services for NICE Workforce Management Essentials Release 4 ("NICE WFM") of one hundred (100) licensed agents for the City of Fort Worth Police Department; (collectively, the "Solution"). For a detailed description of the Services included pertaining to the Solution, refer to Attachment 1 of this SOW. Copyright02014 Voice Products, loc. 1 4. PROJECT ASSUMPTIONS The following assumptions have been used to develop this SOW. Any deviation from these assumptions may cause changes to the project schedule, fees and expenses, tasks, and the level of effort required to perform the Services covered by the SOW. General Assumptions Ei Voice Products work with the Customer for the responsiveness and performance of any third -party vendor and/or subcontractor engaged by Customer in connection with the Solution described in this SOW. Voice Products will ensure that the Customer provide reasonable access to the necessary Customer facilities, and suitable workspace for all project team members when working at the Customer's site when necessary. Suitable workspace includes, but is not limited to, desks, telephones, access to the system and meeting rooms. Voice Products will ensure that the Customer schedules training class attendees and facilities in connection with any training to be provided hereunder. Voice Products will ensure that Customer provides a minimum of fifteen (15) days prior written notice to reschedule any training dates. Customer recognizes that providing a shorter notice period may result in delays in the schedule and additional costs to Distributor (e.g. additional travel and expenses, air fare change fees, hotel change fees and or any other applicable rescheduling fees). All such changes to the fees and schedules would be addressed by the parties through a written change order in accordance with the Change Management Process Section (section 7) of this SOW. Installation of Products and application migration and testing will be performed during Voice Products normal business hours (Monday -Friday 8:OOAM-5:OOPM Central Time). Technical and Functional Assumptions Voice Products will provide the WFM Scope Statements, WFM Training Confirmation, and Pre -Database Gathering documents at the project kickoff meeting as described in Attachment 1 of this SOW. Distributor will ensure that Customer completes all items on the NICE WFM Scope Statements, NICE WFM and PMM Training Confirmations, and NICE Pre -Database Gathering documents at least fifteen (15) days prior to the commencement of the commencement of installation. C'opyr/ght02014 Voice Products, Inc. 2 5. ROLES AND RESPONSIBILITIES Voice Products Resources Promptly following the execution of this SOW by both parties, Voice Products will assign a project manager ('Distributor PM") in connection with its performance of the Services to be performed hereunder. The Distributor PM will serve as the primary point of contact for the Services, and will be responsible for working with the Distributor and Customer team, including the development of a project plan, and coordination of the Services to be performed by it hereunder. Voice Products Roles and Responsibilities Voice Products Project Manager — Responsibilities of the Voice Products PM include: Be a proactive and customer -centric interface between Distributor and Customer while determining that internal customers, technical staff and upper management are kept aware of project status, issues, and escalations. 3 Plan, estimate and organize overall implementation of NICE products while being applied in Customer environments. Provide daily direction motivation and support to project team. Plan for project contingencies and anticipate variations that may affect resources, successful implementation and revenue recognition. Serve as the communication link between Distributor and Customer throughout the entire project, and act as liaison with other departments. NICE WFM Installer — The NICE WFM Installer will verify site prerequisites, install the WFM Solution while documenting the procedure and Toad the necessary software on the equipment. The NICE WFM Installer will also conduct the NICE WFM Installation Confirmation Procedure. Integration Technician — The WFM Integration Technician will build, configure, and enable ACD ID(s). The Technician will validate the ACD IDs The Technician also configures and implements SmartSync integrations (imports/exports). Education Specialist ("ES") — The ES will implement all aspects of the training as required by the purchased Solution, including preparing and conducting training classes. CopyrightP2014 Voice Products, Inc. 3 Distributor and Customer Resources Roles and Responsibilities Distributor will work with the Customer to assign a project manager ("Distributor PM" and 'Customer PM') in connection with the Services to be performed hereunder. The Distributor PM and Customer PM will serve as the primary point of contact for Business Partner and Customer in connection with the Services, and will be responsible for working together, including the development of a project plan, and Distributor and Customer's internal coordination of the Services to be performed hereunder. Distributor Roles and Responsibilities Distributor— The Distributor PM will act as the main vehicle for all communications and implementation -related activities. System Administrator — This person will be familiar with all operational aspects of the NICE Solution that is installed. They will understand the basic functional components of the Solution and how they should be deployed within the Customer contact center infrastructure. The System Administrator will have the most technical responsibility within the project. Telephony Administrator / Specialist — This person may be needed to address telecom - related issues. 6. INSTALLATION / REMOTE ACCESS Installation of the Solution will be performed via remote access. Remote access is a key activity detailed on the NICE Site Preparation Checklist and is an implementation milestone Remote VPN access is required. Access to the Products is required when performing various installation and maintenance support activities for the Solution. Local administrative rights are also required for some installation activities and maintenance activities. Onsite access may be necessary for certain activities. 7. CHANGE MANAGEMENT PROCESS Any changes to the Solution design and scope following execution of this SOW may impact project dates resulting in additional Product and Services fees, as well as elevated risk to the project Changes to the Solution design, project scope, project dates, and any associated project dates, and any associated additional charges and/or costs must be mutually agreed upon in writing prior to the performance of any Services related to such changes, and will only be valid when agreed upon in writing by both parties using the Change Order Request Form in Attachment 4 of this SOW. All changes to Services scope are subject to resource availability. Copyright02014 Voice Products, Inc. 4 Voice Products Statement of Work or F t. ortf 8. SERVICES FEES AND INVOICING TERMS The total cost of the Services / Travel expenses to be performed hereunder is One Hundred Forty Seven Thousand Five Hundred Dollars ($147,500). Voice Products shall invoice each Customer department for completed Services as outlined in Attachment 3: Services Pricing Detail. Software and software maintenance shall be invoiced at the time of delivery to each Customer department. The Parties have caused this SOW to be executed by their respective authorized signatories as of the date first set forth above. Voice Products Inc. By: Name: Title: Date: By: Name: Title: Date: president" y•ly•iy OFFICIAL RECORD CITY SECRETARY FT. WORTT Copyright0 2014 Voice Products, Inc. City of Fort Worth san nfio Title: Date:__ APPROVED AS TO FQBY AT LlAZITfl RAAAJAILtA Assistant City AL ATTACHMENT 1: DESCRIPTION OF SERVICES Project Activities — NICE Workforce Management Voice Products follows standard PMI implementation methodology. The Solution will be implemented in accordance with the following phases and activities: Activity Initiation Phase Project Validation Sales to Services Handover Planning Phase Internal Kickoff Meeting Customer Kickoff Meeting conducted Description fa Distributor assigns Project Manager Distributor Project Manager reviews Customer -purchased Solution. Distributor Project Manager reviews Sales Milestone Kit and accepts project Project Manager conducts Post -PO Sales to Service ("S2S") internal call with Account Team to review Services Overview, Pricing and Solution Design relative to Customer business need. Preparation for Customer Kickoff Meeting Preliminary Project Plan is developed Review and finalize proposed Project Plan Review Services Overview Address site preparation, installer activities, installation requirements, database requirements, server architecture, and considerations as well as installation scheduling. The Distributor PM will email the NICE WFM Scope Statement to Customer to verify installation dates and obtain necessary information such as static IP address of the servers. Copyright( 2014 Voice Products, Inc. Primary Responsibility Distributor Output Distributor Preliminary Project Plan Distributor/ Final Project Plan Customer WFM Scope Statement Delivered Activity Description Planning Phase (continued) WFM Remote Access Kickoff Call conducted WFM Training Kickoff Call conducted ACD Integration Kickoff Call conducted SmartSync Kickoff Call conducted Discuss remote access to the WFM server(s), mutually agree on a method of remote access, determine the schedule and plan for remote access. Customer is required to ensure Broadband remote Access is in place by the time servers are installed. Remote access is verified by the installer before installation begins. VPN tunnel or VPN is preferred for remote access. Discuss training classes and preparation for training. Review Pre -Database Gathering Documents. Training classes are scheduled. Discuss the requirements for the interfaces implementation activities and scheduling. SmartSync integrations (imports/exports) and requirements are discussed. Primary Responsibility Distributor/ Customer Distributor /Customer Distributor /Customer Distributor /Customer Output Confirmation of remote access Pre -Database Gathering document Copyrigiite 2014 Voice Products, Inc. 7 Activity Execution Phase WFM Implementation Preparation Completed Systems installed ACD ID(s) configured Description Customer will complete all items on the NICE WFM Scope Statement, NICE WFM Training Confirmation, NICE WFM Pre -Database Gathering documents, and NICE SmartSync Integrations document(s) which will be provided to Customer by Voice Products approximately four (4) weeks prior to the commencement of the Services. The activities on these documents must be completed at least fifteen (15) days prior to the commencement of the Services. Remote software installation and hardware verification will be completed. A Distributor and Customer representative will be available for the WFM Installer to contact for support. Systems include components as described in the Solution Overview section of this document. Integration Technician configures and sets up ACD ID(s) prior to WFM Entity Design Workshop and WFM Administration Training. Copyright0 2014 Voice Products, inc. Primary Output Responsibility Customer Customer - completed WFM Scope Statement Customer - completed Pre - Database Gathering Customer Customer - completed Training Confirmation Distributor/ Customer Distributor Customer - completed SmartSync Integration document Activity Description Execution Phase (continued) SmartSync Integration Technician configures Integration SmartSync integrations. implemented Customer will confirm that each import/export is acceptable. Customer will be responsible for providing the import files in the appropriate WFM format. ACD ID(s) enabled and data is posting Support Kickoff Call conducted Integration Technician enables ACD IDs for interval data posting and RTA prior to WFM Process Management Training Class. This should occur at least one week prior to Process class. Customer is required to have the WFM database configured and built prior to ACD(s) being enabled. This is a milestone for Process Class to occur. Introduce Customer to the WFM Help Desk. The agenda for the call includes opening incidents, prioritization and escalation of incidents post - implementation. Customer is introduced to the Help Desk after WFM Server installation(s). WFM Help Desk is a resource for application questions or issues Copyright 0 2014 Voice Products, Inc. Primary Responsibility Distributor Distributor Distributor /Customer Output 9 Activity Description Execution Phase (continued) Installation Test Procedure ('ITP") completed Training conducted Closure Phase Solution begins working While technician conducts the ITP, a Distributor and Customer representative will be available to actively participate in the process Upon completion of the tests set forth in the ITP, a copy of the ITP will be provided to Distributor and Customer. Distributor and Customer will retain a copy of the document, signifying the completion of the installation. The Distributor and Customer points of contact are responsible for notifying all Customer parties that the ITP has been completed. Training includes sessions as defined in Attachment B of this SOW. Solution begins working in Customer environment(s). Outstanding issues are addressed. Transition of support Customer Support Center ('CSC") takes place. Copyright () 2014 Voice Products, Inc. Primary Responsibility Distributor/ Customer Distributor Distributor Output Installation Test Procedure 10 ATTACHMENT 2: TRAINING NICE Workforce Management The initial NICE Workforce Management system training will be conducted at Customer site(s), with a maximum of ten (10) students per site, providing instruction and setup with the Customer team's data. Training is typically scheduled at least 6-8 weeks in advance. City of Fort Worth Police Department NICE WFM Advanced Training The phased training approach is design to ensure adequate time to absorb and solidify learning, and equip users to utilize the systems to the fullest. This training includes the following sessions phased into twelve (12) and four (4) trips: WFM Training Discovery and Data Gathering Workshop (1 remote WebEx session) — During the WebEx session the Trainer will review the data collection sheets provided to the customer and review the required information to be provided by the customer. Review of this information will ensure the Customer understands all of the information required, and the need to have gathered the information in advance, for a successful Entity Design Workshop. WFM Entity Design Workshop (1 day) - The workshop will include an interactive review of the Pre -Administration Training Worksheets, a review of the customer's contact routing practices, and planning for the Administration and Process Management (or Migration if applicable) courses. If possible, the attendees will define the contact center's WFM structure as it will be built in the WFM Administration Training Course. WFM System Overview & Database Configuration (2 days) - During these course users will learn how to customize the NICE WFM system to the specific needs of the organization. During the course, portions of the database will be defined to reflect the contact flows and various work rules. WFM Process Management Training (3 days) - In this course the user will learn the functions for maintaining the agent database, generating forecasts, plans and schedules, monitoring activities, managing changes, and generating reports. This class focuses on the processes involved in efficiently managing the contact center. Much of this course will be 'hands-on". CopyrightO2014 Voice Products, Inc. 11 ourse Description WFM WebStation Plus Training (1 day) - This course is for customers who have purchased NICE WFM WebStation Plus modules (Time Off Manager, Schedule Bidding, Schedule Trades, Schedule Preferences, and Schedule Changes). It covers installation, configuration and use of the Agent and Supervisor WebStation Plus modules. WFM Time Off Manager Training (2 days) - In this course the user will learn how to setup the Time Off Manager database to reflect vacation (or other types of time off) accrual and bidding rules. Go Live Support (1 days) - This review will determine if NICE WFM is being used to its full potential. The instructor will provide onsite support and recommendations. To ensure new concepts that are presented are operational, the instructor will assist in completing any up - training needed. Copyrichtd>2.0141 Voice Products, Inc. 12 City of Fort Worth Code Compliance Department & Help Desk NICE WFM Essentials Training The phased training approach is design to ensure adequate time to absorb and solidify learning, and equip users to utilize the systems to the fullest. This training includes the following sessions phased into nine days (9) days and up to three (3) trips: WFM Training Discovery and Data Gathering Workshop (1 remote WebEx session) — During the WebEx session the Trainer will review the data collection sheets provided to the customer and review the required information to be provided by the customer. Review of this information will ensure the Customer understands all of the information required, and the need to have gathered the information in advance, for a successful Entity Design Workshop. WFM Entity Design Workshop (1 day) - The workshop will include an interactive review of the Pre -Administration Training Worksheets, a review of the customer's contact routing practices, and planning for the Administration and Process Management (or Migration if applicable) courses. If possible, the attendees will define the contact center's WFM structure as it will be built in the WFM Administration Training Course. WFM System Overview & Database Configuration (2 days) - During these course users will learn how to customize the NICE WFM system to the specific needs of the organization. During the course, portions of the database will be defined to reflect the contact flows and various work rules. WFM Process Management Training (3 days) - In this course the user will learn the functions for maintaining the agent database, generating forecasts plans and schedules, monitoring activities, managing changes, and generating reports. This class focuses on the processes involved in efficiently managing the contact center. Much of this course will be `hands-on". Go Live Support/Wellness (2 days) - This review will determine if NICE WFM is being used to its full potential. The instructor will provide onsite support and recommendations. To ensure new concepts that are presented are operational, the instructor will assist in completing any up -training needed. Copyright .) 2014 Voice Products, Inc. 13 City of Fort Worth Water Department NICE WFM Essentials Training The phased training approach is design to ensure adequate time to absorb and solidify learning, and equip users to utilize the systems to the fullest. This training includes the following sessions phased into nine days (9) days and up to three (3) trips: WFM Training Discovery and Data Gathering Workshop (1 remote WebEx session) — During the WebEx session the NICE Trainer will review the data collection sheets provided to the customer and review the required information to be provided by the customer. Review of this information will ensure the Customer understands all of the information required, and the need to have gathered the information in advance, for a successful Entity Design Workshop. WFM Entity Design Workshop (1 day) - The workshop will include an interactive review of the Pre -Administration Training Worksheets, a review of the customer's contact routing practices, and planning for the Administration and Process Management (or Migration if applicable) courses. If possible, the attendees will define the contact center's WFM structure as it will be built in the WFM Administration Training Course. WFM System Overview & Database Configuration (2 days) - During these course users will learn how to customize the NICE WFM system to the specific needs of the organization. During the course, portions of the database will be defined to reflect the contact flows and various work rules. WFM Process Management Training (3 days) - In this course the user will learn the functions for maintaining the agent database, generating forecasts plans and schedules, monitoring activities, managing changes, and generating reports. This class focuses on the processes involved in efficiently managing the contact center. Much of this course will be 'hands-on". Go Live Support/Wellness (2 days) - This review will determine if NICE WFM is being used to its full potential. The instructor will provide onsite support and recommendations. To ensure new concepts that are presented are operational, the instructor will assist in completing any up -training needed. Copyright e 2014 Voice Products, Inc. 14 •) Voice Products Statement of Work for Ft. Worth -r—s•- --__ma's-ate.--�:"'.=' `-a.—.�. d`:.:l.-._anay Z ...._,T -.. n-' -_' - ' -mr"W.:1.=`-n4Cs."..teat— 'n.4ctj- slim ''s.%rarla, 0,Zalsrat ATTACHMENT 3: SERVICES PRICING DETAIL City of Fort Worth Police Department Work Force Management Services NICE Part # PS-WFM-TEC-01 PS-INS-SMC-W FO-SMSY PS-TR-WFM-ADV01 PS-INS-TE-02 Qty. 1 2 1 1 Description WFM - Implementation Bundle -Including Project Management and Remote Install WFM SmartSync Services Training — 12 days (does not include travel and living expenses) Travel & Expenses (12 Days up to 4 trips) DIR SOD-1960 Work Force Management Services Sub -Total City of Fort Worth Code Compliance Department DIR Unit Price $7,500.00 $3,000.00 $36..000.00 $7,500.00 DIR Total $7,500.00 $6,000.00 $36,000.00 $7,500.00 $57,000.00 Work Force Management Services NICE Part# Qty. PS-TR-WFM-AD 01 1 PS-INS-TE-02 Description raining —12 days (does not inc u travel living expenses) Travel & Expenses (12 Days up to 4 trips) DIR SDD-1960 Work Force Management Services Sub -Total City of Fort Worth Code Help Desk NIGart # BPS-TEC-WFM-ADDACD-01 i Qty. 1 Work Force Management Services Descri t tlo ACD ID Configuration and Set-up on Code Compliance ACD DIR SDD-1960 Work Force Management Services Sub -Total City of Fort Worth Water Department DIR Unit PriC $36,000.00 $7,500.00 DIR Unit Price $3.500.00 DIR Total $36,000.00 $7,500.00 $43,500.00 DIR Total $3,5 00 $3,500.00 Work Force Management Services NICE Pa[t 11 -TR-WFM-ADV01 PS-INS-TE-02 Copyright Qty. Description 6 1 Training — 12 days (does not include travel and living expenses 1 Travel & Expenses (12 Days up to 4 trips) DIR SDD-1960 Work Force Management Services Sub -Total 2014 Voice Products, Inc. DIR Unit Price $36.000.00 $7,500.00 - 15 DIR Total $36,000.00 $7, 500.00 $43,500.00 ATTACHMENT 4: CHANGE ORDER REQUEST FORM Reference Number Company Name Site Address (i.e. where installation will take place) Onsite contact name Phone number 2nd onsite contact Phone number «Insert PO or requisition number here» Contract Number: Date Requested: Requested by: Date Required: Priority Requested: (check one) [ ] High [ ] Medium [ ] Low Software Release / Version: Copyright »2014 Voice Products, Inc. 26 Other Items for Consideration: Primary Customer Contact: Date: Voice Products Contact: Date: Copyrighte 201/1 Voice Products, Inc. 17 NICE Systems Pricing Proposal Presented to: City of Ft. Worth - Help Desk June 12, 2013 Revised: January 7, 2014 Brett Johnson Voice Products Inc. Phone:316-303-7183 E-Mail: biohnson(avoiceproducts.com John Thomas Enterprise Sales Manager Phone: 972-765-4438 E-mail: john.thomas@nice.com Reference: O P-00089094 nt a Insi pact0TM AUTHORIZED'" PLATINUM PARTNER Go ect SDD-1960 Introduction We would like to thank you for the opportunity to submit this proposal. Based on our discussions, we've identified a number of ways Voice Products Inc. can help your organization meet your unique business requirements This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth — Help Desk's team to ensure the long-term success of the project. For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products- Pricina Proposal Proposed Solution The following offering is based on the City of Ft. Worth' s Help Desk team stated requirements, and on the Voice Products Inc. team's experience with projects of a similar size and scope. NICE SmartCenter Products Best -in -class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • • • • • . . • • • • • Forecaster (inbound and outbound) Planner Scheduler Adherence: Real Time & Historical Change Manager Multi -Skill / Multi -Site Express Messenger Administrator Report Manager Time Off Manager WebStation Plus with Schedule Change Policies SmartSync Exchange with API eTrainer Availability Points Server Requirements for WFM City of Ft. Worth's Help Desk will add a new ACD to the City of Ft. Worth's Police Department's WFM server. Copyright 2012 Voice Products, Inc. Page 3 of 6 Voice Products - Pricing Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre - install activities, confirmation of services, site preparation, installation, testing and 'go live " The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. Voice Products Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc, Page 4 of 6 Investment Proposal Brett Johnson; 31E-303-7183; btohnson@voiceproducts.com voiceproducts.com NICE Part# NICE-WFM-ADV mos Part# PS-MNT-ENH-DIR-SW NICE Part# PS-TEC-WFM-ADDACD-01 VOICE P Voice Products - Pricing Proposal UCTS INC. , VW - Proposal Prepared for City of Fort Worth - Help Desk March 12, 2014 NICE Work Force Management Work Force Management Advanced Package - Help Desk Description--_- WFM Advanced DIR SDD-1960 Work Force Management Software Sub -Total Work Force Management Maintenance Qty. Description_,.,__: - I 1 NICE SW Maintenance Enhanced Program DIR SDD•1960 Work Force Management Maintenance Sub -Total 1 DiF1 Unit Price $725.00 DIR Unit Price $957.00 Qty. Description !DIRUnit_Price _. 1 IACD ID Configuration and Setup on Code Compliance ACD 1 $3,500.001 l DIR SDI}1960 Work Force Management Services Sub-Totail !DIR SDD-1960 NICE Software and Professional Services Sub -Total NICE Product Incentive Allowance! 1 DIR SDD-1960 Total Cost:I SDD-1960 8555 E. 32nd St. North; Wichita, KS 67226; 316-616-1111 DIR Total $5,800.00 $5,800.00 DIR Total $957.00 $957.00 DIR Total $3,500.00 $3,500.00 $10,257.00 (-S1,450.00) $8,807.00 Pricing quotation listed above reflects a software only solution. No server hardware has been included in this quote. Pricing does not include ANY licensing established by your ACD Vendor. Pieace consult with them for any fee's associated for connecting to a WFM system. Delivery, Training and Remote Support Included; One Year Warranty Included- Warranty begins an the date of customer signoff for project completion; 110v AC should be located within six (6) feet of the NiCE installation; Sales Tax not included. (All applicable sales tax will be billed in addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 5 of 6 WFM Advanced package Additional Information Pricing a 0 Ei El ri Voice Products - Pricina Proposal This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Help Desk for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to, quantity of products or services desired to be purchased by City of Ft. Worth - Help Desk. City of Ft. Worth - Help Desk purchase from Voice Products and Voice Products sale to City of Ft. Worth - Help Desk of products and services is subject to: (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Help Desk issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. Prices set forth in this proposal are exclusive of, and the customer will be responsible for any and all excise, sales, import and/or use taxes and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. Applicable shipping charges for software and services are in addition to prices listed. a Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. Integration a a 0 The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. Copyright 2012 Voice Products, Inc. Page 6 of 6 NICE Systems Pricing Proposal Presented to: Introduction VOICE PRODUCTS INC. City of Ft. Worth - Code Compliance June 12, 2013 Revised: January 7, 2014 Brett Johnson Voice Products Inc. Phone: 316-303-7183 E-Mail: biohnson@voiceproducts.com John Thomas Enterprise Sales Manager Phone: 972-765-4438 E-mail: john.thomas@nice.com Reference: OP-00088502 NICE 11� AUTHORIZED"" ° PLATINUM PARTNER Go DElect SDD-1960 r Introduction We would like to thank you for the opportunity to submit this proposal. Based on our discussions we've identified a number of ways Voice Products can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth - Code Compliance's team to ensure the long-term success of the project. For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products - Pricing Proposal P roposed Solution The following offering is based on the City of Ft. Worth' s Code Compliance team stated requirements, and on the Voice Products team s experience with projects of a similar size and scope. N ICE SmartCenter Products Best -in -class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • • • • • • • • • • • • • Forecaster (inbound and outbound) Planner Scheduler Adherence: Real Time & Historical Change Manager Multi Skill / Multi -Site Express Messenger Administrator Report Manager Time Off Manager WebStation Plus with Schedule Change Policies SmartSync Exchange with API eTra in er Availability Points Server Requirements for WFM City of Ft. Worth's Code Compliance group will add a new ACD to the City of Ft, Worth's Police Department's WFM server. Copyright 2012 Voice Products, Inc. Page 3 of 8 Voice Products - Pricing Pronosal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, complete training package, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre - install activities, confirmation of services, site preparation, installation, testing and ' go live " The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. NICE IEX WFM Training The NICE IEX WFM system training is conducted at Customer site, for a maximum of ten (10) students, providing hands-on instruction and setup with the centers data. The following courses are included as part of the total purchase price: WFM Advanced Training Package: 4.21 Course Description Discovery Session - remote Entity Design Workshop - on site Administration - on site Operational Process - on site WebStation Plus Training - on site Time Off Manager Training - on site Cut Over Support/Wellness - location tbd Quantity 1 1 1 Number of ; Days 1 1 2 1 3 1 1 1 2 1 2 Total Training Days - - - - - 12 Copyright 2012 Voice Products, Inc. Page 4 of 8 Voice Products - Pricina Proposal NICE Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 5 of Investment Proposal Intent. Insight. Impact. Brett Johnson;316-303-7183; bjohnson@voiceproducts.co m VOICE P DUCTS I Co , Proposal Prepared for: City of Fort Worth - Code Complaince January 10, 2014 NICE Work Force Management Voice Products - Pricinci Proposal SDD-1960 8555 E. 32nd St, North; Wichita, KS 67226; 316-616-1111 Work Force Management Advanced Package- Code Compliance NiC_EPart# . NICE-WFM-ADV NICE-WFM-ACD NICEPart# _ PS-MNT-ENH-DIR-SW NICE Part# PS-TR-WFM-ADV01 PS-INS-TE-02 Dry. 22 1 Qty. 1 Description. WFM Advanced WFM Telephony Integration (ACD Connector License fee (ACD and Real -Time Adherence ACD Connector license fee) DIR SDD-1960 Work Force Management So Work Force Management Maintenance Description - . -- NICE SW Maintenance Enhanced Program re Sub -Total DIR SDD•1960 Work Force Management Maintenance Sub -Total Work Force Management Services Description._,._ Training — 12 days (does not include travel and living expenses) Travel & Expenses (12 Days up to 4 trips) DIR SDD-1960 Work Force Management Services Sub-Totall DIR SDD-1960 NICE Software and Professional Services Sub -Total NICE Product Incentive Allowancei DiR SDD-1960 Total Cost:I __DIR unitPrke - $725.00 $15,060.00 DIR Unit Price -_ $5,107 00 DIR UnitPrlce _, $36,000.001 $7,500.00I l 1 DIRTota1 $15,950.00 $15,000.00 $30,950.00 DIRTotal $5,107.00 $5,107.00 DIR Total $36,000.00 $7,500.00 $43,500.00 $79,557.00 (-57,738.00) $71,819.60 Pricing quotation listed above reflects a software only solution. No server hardware has been Included in this quote. Pricing does not Include ANY licensing established by your ACD Vendor. Please consult with them for any fee's associated for connecting to a WFM system. Delivery, Training and Remote Support Included; One Year Warranty Included- Warranty begins on the date of customer slgnoff for project completon.110v AC should be located within six (6) feet of the NICE installation; Sales Tax not included. (All applicable sales tax will be billed in addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 6 of 8 Additional Information Pricing a El Voice Products - Pricing Proposal This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Code Compliance for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to quantity of products or services desired to be purchased by City of Ft. Worth - Code Compliance. City of Ft. Worth - Code Compliance purchase from Voice Products and Voice Products sale to City of Ft. Worth - Code Compliance of products and services is subject to (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Code Compliance issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. The software pricing information contained in this proposal is firm for 90 days from the date of this proposal The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. Prices set forth in this proposal are exclusive of, and the customer will be responsible for any and all excise, sales, import and/or use taxes and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. Applicable shipping charges for software and services are in addition to prices listed. Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. Integration The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited n Copyright 2012 Voice Products, Inc. Page 7 of 8 Training 0 0 Voice Products - Pricina Proposal The customer has 12 months from the data of system installation to use training days and trips specified in this proposal. At the end of that period, unused training days and trips will be forfeited. Training courses have a maximum of 10 participants. If more than 10 participants are required, the customer must contact their sales representative to determine the additional fees, and if applicable, additional training days. Copyright 2012 Voice Products, Inc. Page 8 of 8 NICE Systems Pricing Proposal Presented to: City of Ft. Worth - Police Department June 12, 2013 Revised: January 7, 2014 Brett Johnson Voice Products Inc. Phone: 316-303-7183 E-Mail: biohnson@voiceproducts.com John Thomas Enterprise Sales Manager Phone: 972-765-4438 E-mail: john.thomas@nice.com Reference: OP-00043700 Introduction VOICE PRODUCTS INC AUTHORIZED" PLATINUM PARTNER Go Dr iect SDD-1960 Introduction We would like to thank you for the opportunity to submit this proposal. Based on our discussions we've identified a number of ways Voice Products can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth - Police Department's team to ensure the long-term success of the project For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products - Pricing Proposal Proposed Solution The following offering is based on the City of Ft. Worth' s Police Department's team stated requirements, and on the Voice Products team s experience with projects of a similar size and scope. NICE SmartCenter Products Best -in -class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • • . • • . • • • • • Forecaster (inbound and outbound) Planner Scheduler Adherence: Real Time & Historical Change Manager Multi -Skill / Multi -Site Express Messenger Administrator Report Manager Time Off Manager WebStation Plus with Schedule Change Policies SmartSync Exchange with API eTrainer Availability Points Copyright 2012 Voice Products, Inc. Page 3 of 8 Voice Products - Pricing Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, complete training package, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre - install activities, confirmation of services site preparation, installation testing and 'go live " The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. NICE IEX WFM Training The NICE IEX WFM system training is conducted at Customer site, for a maximum of ten (10) students, providing hands-on instruction and setup with the center's data. The following courses are included as part of the total purchase price: WFM Advanced Training Package: Course Description Discovery Session - remote Entity Design Workshop — on site Administration — on site Operational Process — on site oirrses Quantity Number of Days 1 1 1 1 2 1 3 1 WebStation Plus Training — on site 1 1 Time Off Manager Training — on site 1 2 Cut Over Support/Wellness — location tbd 1 2 Total Training Days 12 Copyright 2012 Voice Products, Inc. Page 4 of 8 Voice Products - Pricinca Proposal Voice Products Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 5 of 8 Investment Proposal ilfilill 11111 u�� ■li fll aauiiI Intent. Insight. Impact. Brett Johnson; 316-303-7183; bjohnson@voiceproducts.com 1/ ICE P ODUCTS INC. Proposal Prepared for: City of Fort Worth - Police Department January 10 ,2014 NICE Work Force Management Voice Products - Pricing Proposal SDD-1960 8555 E. 32nd St. North; Wichita, KS 67226.316-616-1111 Work Force Management Advanced Package - Police Departement NICFPart# NICE-WFM—ADV NICE-WFM-ACD NICEPart -, PS-MNT-ENH-DIR-SW Qty. 100 1 Description WFM Advanced WFM Telephony Integration (1 integration is included with initial purchase, each additional ACD Connector license fee is $15,000) DIR SDD•1960 Work Force Management Software Sub -Total Qty. (Description - 1 (NICE SW Maintenance Enhanced Program DIR SDD-1960 Work Force Management Maintenance Sub -Total DIR Unit Price _ $725.00 Included -DIR Unit Price $11,962.00 DIR Total $72,500.00 Included $72,500.00 DIR Total $11,962,00 $11,962.00 Work Force Management Services NICEPart# PS-WFM-TEC-01 PS-INS-SMG-W FO-SMSY PS-TR-WFM-ADV01 PS-INS-TE-02 Qty. Description - - IWFM- Implementation Bundle -Including Project Management and Remote Install 2 WFM SmartSync Services 1 Training —12 days (does not include travel and living expenses) 1 Travel & Expenses (12 Days up to 4 trips) DIR SDD-1960 Work Force Management Services Sub -Total DIR SDD-1960 NiCE Software and Professional Services Suit Total NICE Product Incentive Allowance DIR SDD-1960 Total Cost: DIR Unit Price $7,500.00 $3,000.00 $36,000.00 $7,500.00 DIRTotai $7,500.00 $6,000.00 $36,000.00 $7,500.00 $57,000.00 $141,462.00 (418,125.00) $123,337.00 Pricing quotation listed above reflects a software only solution. No server hardware has been included In this quote. Pricing does not Include ANY licensing established by your ACD Vendor. Please consult with them for any fee's associated for connecting to a WFM system. Delivery, Training and Remote Support Included; One Year Warranty included- Warranty begins on the date of customer signoff for project completion.; 110v AC should be located within six (6) feet of the NICE installation; Sales Tax not Included. (Ali applicable sales tax will be billed In addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 6 of 8 Additional Information Pricing 0 Voice Products - Pricinq Proposal This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Help Desk for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to, quantity of products or services desired to be purchased by City of Ft. Worth - Police Department. City of Ft. Worth - Police Department purchase from Voice Products and Voice Products sale to City of Ft. Worth - Police Department of products and services is subject to: (a) the parties acceptance of NICE's Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Police Department issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. Prices set forth in this proposal are exclusive of, and the customer will be responsible for any and all excise, sales, import and/or use taxes, and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. Applicable shipping charges for software and services are in addition to prices listed. Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. Integration 0 0 The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited Copyright 2012 Voice Products, Inc. Page 7 of 8 Training n n Voice Products - Pricina Proposal The customer has 12 months from the data of system installation to use training days and trips specified in this proposal. At the end of that period, unused training days and trips will be forfeited. Training courses have a maximum of 10 participants. If more than 10 participants are required, the customer must contact their sales representative to determine the additional fees, and if applicable, additional training days. Copyright 2012 Voice Products, Inc. Page 8 of 8 NICE Systems Pricing Proposal Presented to: City of Ft. Worth - Water Department June 12, 2013 Revised: January 20, 2014 Brett Johnson Voice Products Inc. Phone: 316-303-7183 E-Mail: biohnson@voicenroducts.com John Thomas Enterprise Sales Manager Phone: 972-765-4438 E mail: john.thomas@nice.com Reference: OP-00088500 Introduction VOICE PRODUCTS INC. AUTHORIZED'" ° PLATINUM PARTNER Go Dr Eect SDD-1960 Introduction We would like to thank you for the opportunity to submit this proposal. Based on our discussions, we've identified a number of ways Voice Products can help your organization meet your unique business requirements. This proposal outlines our recommendation for an offering tailored to your needs and provides a summary of the initial estimated investment. We look forward to receiving your feedback on this proposal and we appreciate the opportunity to work closely with the City of Ft. Worth - Water Department's team to ensure the long-term success of the project For any questions or additional information, please feel free to contact me. Thank you for your time and consideration of this proposal. Sincerely, Brett Johnson Voice Products, Inc. Voice Products - Pricincr Proposal Proposed Solution The following offering is based on the City of Ft. Worth' s Water Department's team stated requirements, and on the Voice Products team s experience with projects of a similar size and scope. NICE SmartCenter Products Best -in -class products to help organizations capture, analyze and impact customer interactions Workforce Management NICE IEX Workforce Management enables organizations to generate accurate forecasts and efficient staff plans, ensuring the right people are in place, at the right time to handle customer inquiries. Key capabilities for WFM Advanced package include: • • • • • • • • • • • • • Forecaster (inbound and outbound) Planner Scheduler Adherence: Real Time & Historical Change Manager Multi -Skill / Mufti -Site Express Messenger Administrator Report Manager Time Off Manager WebStation Plus with Schedule Change Policies Smartsync Exchange with API eTrainer Availability Points Server Requirements for WFM City of Ft. Worth's Water Department will add a new ACD to the City of Ft. Worth's Police Department's WFM server. Copyright 2012 Voice Products, Inc. Page 3 of 8 Voice Products - Pricina Proposal Implementation and Services The Voice Products offering includes turnkey project management: professional implementation, complete training package, comprehensive documentation and ongoing support. Implementation The implementation approach may include a technical needs identification, coordination of pre - install activities, confirmation of services site preparation, installation, testing and 'go live " The actual implementation project scope and dates are determined and confirmed once the order is formally accepted. NICE IEX WFM Training The NICE IEX WFM system training is conducted at Customer site, for a maximum of ten (10) students, providing hands-on instruction and setup with the centers data. The following courses are included as part of the total purchase price: WFM Advanced Training Package: Course Description Discovery Session - remote Entity Design Workshop — on site Quantity Number of Days ' Administration — on site 1 2 Operational Process — on site 1 3 WebStation Plus Training — on site 1 1 Time Off Manager Training — on site 1 2 Cut Over Support/Wellness — location tbd 1 2 Total Training Days 12 Copyright 2012 Voice Products, Inc. Page 4 of 8 Voice Products - Pricino Proposal Voice Products Support Program Voice Products is committed to providing customers outstanding service and support. Our Enhanced support provides support coverage 24 hours per day, 7 days a week, 365 days a year. Additionally, ongoing update packs and upgrades are included to keep your solution current and up to date. This includes like for like upgrades to our latest version and all the benefits it offers. Copyright 2012 Voice Products, Inc. Page 5 of 8 Investment Proposal ill1111111 mini!! Brett Johnson; 316-303-7183; bjohnson@voiceproducts.com VOICE P °DUCTS 1 C. Proposal Prepared for: City of Fort Worth - Water Department January 10, 2014 NICE Work Force Management Voice Products - Pricinci Proposal SOD-1960 8555 E. 32nd St. North; Wichita, KS 67226; 316-616-1111 Work Force Management Advanced Package - Wafer Department NICEPart# NICE-WFM—ADV NICE-WFM-ACD NICE Part# PS-MNT-ENlf-DIR-SW 60 1 Description - WFMAdvanced WFM Telephony Integration (ACD Connector License fee (ACD and Real -Time Adherence ACD Connector license fee) DIR SDD-1960Work Force Management Software Sub -Total Description- - - (NICE SW Maintenance Enhanced Program DIR SDD-1960 Work Force Management Maintenance Sub -Total DIR Unit Price $725.00 $15,000,00 DIR Unft Price $9,653.00 Din Total $43,500.00 $15,000.00 $58,500.00 DIA Total $9,FSR.00 $9,653.00 Work Force Management Services NICE Part* - - PS-TR-W FM-ADV01 JPS-INS-TE-02 l aty. - Description - - 1 (Training-12 days (does not include travel and living expenses) 1 travel & Expenses (12 Days up to 4trips) DIR SDD-1960 Work Force Management Services Sub -Total( DIR SDD-1960 NICE Software and Professional Services Sub -Total NICE Product Incentive Allowance( DIR SDD-1960 Total Cost:I DIR Link Price $36,000.001 $7,600.00( l I DIA Total $36,000.00 $7,500.00 $43,500.00 $116,653.00 (-S14,625.00) $97,028.00 Pricing quotation listed above reflects a software only solution. No server hardware has been included In this quote. Pricing does not Include ANY licensing established by your ACD Vendor. Please consult with them for any fee's associated for connecting to a WFM system. Delivery, Training and Remote Support Included; One Year Warranty Included- Warranty begins on the date of customer slgnoff for project completion; 110v AC should be located within slx(6) feet of the NICE Installation; Sales Tax not included. (All applicable sales tax will be billed in addition to quote). *Tax Exempt agencies should submit a copy of a tax exemption form with purchase order. Copyright 2012 Voice Products, Inc. Page 6 of S Voice Products - Pricina Proposal Additional Information Pricing This proposal has been prepared and is being provided by Voice Products / NICE Systems to City of Ft. Worth - Water Department for budgetary purposes only. The information contained in this proposal is subject to change due to factors that include, but are not limited to quantity of products or services desired to be purchased by City of Ft. Worth - Water Department City of Ft. Worth - Water Department purchase from Voice Products and Voice Products sale to City of Ft. Worth - Water Department of products and services is subject to: (a) the parties acceptance of NICE s Master Purchase and Services Agreement (EULA listed on DIR Website SDD-1960) and (b) City of Ft. Worth - Water Department issuing a purchase order to Voice Products for the products and services desired to be purchased by Customer. The software pricing information contained in this proposal is firm for 90 days from the date of this proposal. The pricing contained in this exhibit is valid for this order only. Additional features and services are available at an additional cost. For more details or a quotation, please contact your Voice Products / NICE Systems sales representative. Prices set forth in this proposal are exclusive of, and the customer will be responsible for any and all excise, sales, import and/or use taxes and like charges imposed with respect to the products licensed or services provided by Voice Products / NICE Systems. All prices quoted in U.S. Dollars. Applicable shipping charges for software and services are in addition to prices listed. Maintenance is calculated at 22% of software list price ($159.50 per license annually) minus discount, per pricing attached. Voice Products standard training rate is $3,000 per day. e Integration ri a The customer is responsible for hardware, software, interfaces and other related fees associated with enabling the ACDs and other servers or systems to communicate with the NICE solution. Licenses, connectors or reports for the contact router, ACD or PBX systems are NOT provided. The customer should contact the respective vendor for information related to those fees. Integrations with certain vendors may also require additional fees. For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited Copyright 2012 Voice Products, Inc. Page 7 of 8 Voice Products - Pricing Proposal Training © The customer has 12 months from the data of system installation to use training days and trips specified in this proposal. At the end of that period, unused training days and trips will be forfeited. Training courses have a maximum of 10 participants. If more than 10 participants are required, the customer must contact their sales representative to determine the additional fees, and if applicable, additional training days. For integrations that NICE Systems does not currently support, the customer maybe requested to initiate discussions between the NICE's Professional Services team and the respective vendor. Please note that additional charges may be incurred. SmartSync Integrations: The customer will have 12 months from the date of system installation or order date to use associated services for SmartSync integration. At the end of 12 months, the unused services are forfeited El El Ei Copyright 2012 Voice Products, Inc. Page 8 of 8